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Frontline Operations Manager

3 months ago

Sydney, Australia My NRMA Full time

**Company Description**
At NRMA Roadside we are proudly member-owned and one of Australia's most iconic and trusted brands. We are a voice for safer roads and are looking to attract purpose-led people to help lead the way to a sustainable electric future in motoring. As we advocate for change in government policy and support sustainable travel, together with us, you can get involved and create the future you want, helping the NRMA Group move Australia forward.

This is an exciting opportunity to work with an iconic Australian brand by leading a team of service providers across Sydney Metropolitan area to deliver efficient and quality services to our Members. You will also lead strategic alignment of service delivery operations and further strengthen the Organisational brand through your management.

We have a **permanent full time role** **available** looking after the **North West region in metro Sydney (Blue Mountains to Olympic Park). **You will be leading a team of up to 30 in our Roadside Assistance team, which is made up of NRMA employees and contracted staff.

Your responsibilities will encompass:

- Manage all performance or behavioral issues that arise using coaching, counselling and performance management techniques to resolution
- Ensure alignment of objectives and activity across team
- Supports in Developing and maintaining effective industrial relationship with local Union Representatives
- Support with the operational day to day Service Delivery related activities
- Analyse and monitor financial and commercial information and identify issues or opportunities which impact business priorities
- Acts as first point of contact for all safety incidents and response
- Implement and manage Quality Assurance activities

**What you’ll bring**
- Experience in managing service delivery operations within various industries
- Demonstrated experience in managing diverse, field based teams especially through change and in providing effective performance feedback
- Highly developed capability in building and motivating teams and exceptional communication skills
- Skills in negotiation, handling crucial conversations, and facilitating resolution
- Proven experience of business acumen and front-line implementation of strategic plans
- Ability to foster stakeholder engagement and relationship development
- Obtain a valid NSW Driver’s License for regular local travel

**What’s in it for you?**

To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including:

- Progressive flexibility, leave and well-being benefits to balance all of life's priorities
- Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
- Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
- Discounts on all NRMA insurance products including car, home & travel

**Know you belong**

At NRMA Roadside, we celebrate and welcome differences and work together to create a respectful and inclusive workplace encouraging, supporting and celebrating the diverse voices of our employees._ _From First Nations peoples,** **to gender, age, ethnicity, sexual orientation and different abilities, we welcome people from all walks of life and embrace unique perspectives, better connecting us to the communities we serve.

While we continue to commit to an inclusive, equitable and diverse workplace we are proud of our key achievements to date:

- We made the 2022 AFR Boss Best Places to Work List
- Recognised by Reconciliation Australia for our ‘Stretch’ Reconciliation Action Plan
- Recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2023-2025
- Certified as a Family Inclusive Workplace
- Awarded 2023 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer
- We kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes._